Customer Service Management

KEN SULLIVAN

**** ********** **, *********, ** **187, 571-***-****, ********.********@*****.***

CAREER HIGHLIGHTS

Seasoned leader who uses teaching, coaching and advocacy in developing strong teams. Significant background in information technology and analytics. Strong customer service and human resource management skills. Rebuilt operations organizations in four Reyes Beverage business units. Architected KPI dashboard that drove continuous improvement and competition. Ability to drive results to the bottom line via root cause analysis and utilizing the Lean Six Sigma tool set.

EXPERIENCE

MAY 2015 TO NOVEMBER 2015 Reyes Fleet Management Rosemont, IL VP OF FLEET OPERATIONS

Reyes Fleet Management is responsible for the management of the asset life cycle of the 8th largest privately held fleet in the US

Specification, procurement, maintenance and disposal of 18,800 US-based fleet and material handling assets across 65 US distribution centers and 120 domiciles

Annual revenue from maintenance function tops $60MM

Led expansion of in-house maintenance of fleet and material handling equipment with a goal of 65% of assets by 2017

Built organizational structure to prepare for significant growth of in-house maintenance

Identified $10MM cost-savings opportunity (damage to fleet). Supplied analytics to the business units to address the root causes of the damage.

Introduced quality metrics to measure effectiveness of in-house preventative maintenance

Developed and implemented biannual third party maintenance provider audit process MAY 2014 TO MAY 2015 Reinhart FoodService Rosemont, IL VP OF TRANSPORTATION AND FLEET

5th largest food distribution service company in the country

2,000 drivers, 1,400 power units and 1,600 trailers departing from 120 locations

Oversaw $300MM in transportation and fleet expense and direct $20MM in capital expenditures

Implemented aggressive plan to optimize routing for all 31 divisions - $10MM cost savings

Trained and developed of transportation leaders with an emphasis on DOT compliance and root cause analysis

Partnered with Reyes Fleet Management team to leverage expertise and technology to improve the age and cost structure of the fleet

Shifted focus of corporate transportation team to continuous improvement and process, resulting in significant improvements in compliance and operating KPIs

Use analytics to identify major areas of opportunity, conceived and executed improvement strategies to close the gaps

Led efforts to optimize fleet asset utilization through stewardship, capital management and routing improvements JULY 2011 TO MAY 2014 Premium Distributors of Virginia Chantilly, VA VP OF OPERATIONS

13 million case beer distributor - 300 employees, 200 fleet assets, 225,000 square foot warehouse and 3 domiciles

P&L accountability for Warehouse, Transportation and Fleet

Redesigned operations to address shortfalls in customer service, turnover and inability to consistently meet customer expectations

Improved productivity by 15% in the Warehouse by implementing state-of-the-art voice pick technology and layer picking

Rebuilt management team and instilled a culture of accountability and continuous improvement

Improved customer service by partnering with the Sales team to convert delivery service to 5 days a week. Changes also resulted in significant savings in fleet assets (10%) and personnel (7%).

Reorganized in-house fleet maintenance by partnering with Reyes Fleet Management team, leveraging their people, processes and technology

Stabilized inventory control, reducing shrink, out of code and damage by 17% OCTOBER 2008 TO JULY 2011 Reyes Beverage Group Rosemont, IL DIRECTOR OF TRANSPORTATION AND FLEET

Largest beer distributor in the country - 150 million cases, 650 delivery routes, 16 warehouses

Reduced capital spending on fleet assets by 15% per year by emphasizing utilization measures and extending the life of the assets through proper maintenance

Organized centralized routing and pallet planning group with an emphasis on continuous improvement and competition resulting in $500,000 annual headcount savings

Researched, selected and implemented new routing software solution that allowed the company to continue to grow and improve operational KPIs

Implemented standardized biannual route optimization process for each division, resulting in flat transportation expenses for three years

Managed integration and roll-out of on-board computer system

Converted to 5-day delivery schedule, which improved customer service, flattened demand and created a consistent schedule. Also resulted in improved morale for drivers and warehouse workers.

Collaborated with Human Resources on the implementation of component pay for drivers, creating value for both the driver and the company

Developed six high potential employees that are now in mid- to upper-level management positions in the company MAY 2008 TO OCTOBER 2008 Henry J Lee Distributing Harahan, SC DIRECTOR OF OPERATIONS

5 million case beer distributor – 140 employees, two warehouses, 300 delivery routes

Temporarily assigned to division to stabilize underperforming operations, including fulfilling customer demands, partnering with Human Resources to correct pervasive behavioral difficulties with employees, rebuilding management team and reducing turnover

JANUARY 2007 TO MAY 2008 Reyes Beverage Group Rosemont, IL DIRECTOR OF OPERATIONS SUPPORT

Institutionalized warehouse process optimization – layouts, compensation and technology

Architected operations dashboard – on line daily scorecard that fosters improvement and competition across enterprise

Extensive training in Lean Six Sigma

Acquisition support specialist

DECEMBER 2004 TO JANUARY 2007 Chicago Beverage Systems Chicago, IL DIRECTOR OF WAREHOUSE OPERATIONS

8 million case beer distributor - 225,000 square foot warehouse, 50 delivery routes

Volunteered to move from IT role to operating unit to address major operational issues

Identified and addressed technical issues with automated warehouse system

Partnered with vendor to address technical issues

Implemented preventative maintenance plan to ensure consistent daily performance

Achieved warehouse productivity improvement of 40% making this division the leader in the Beverage Group and remains the leader to this day

Promoted hourly employee who continues to manage this complex system today DECEMBER 2002 TO DECEMBER 2004 The Martin-Brower Company Rosemont, IL DATA WAREHOUSE DEVELOPER

Key member of Cognos Business Intelligence implementation team that created the foundation for all KPIs used in Reyes Beverage Group

JANUARY 1998 TO DECEMBER 2002 Safety-Kleen Elgin, IL APPLICATION DEVELOPER

Key member of PeopleSoft implementation team

EDUCATION

Bachelors of Science in Operations Management and Information Systems – Northern Illinois University, May 1998 Green-Belt in Lean Six Sigma - Villanova University

Contact this candidate